Sr Customer Care Representative

Corporate Overview

Server Products is a highly regarded food and beverage technology company that manufactures products for the restaurant and food service markets. Server Products is committed to designing smarter solutions to everyday challenges so customers can serve easier faster and better than ever.

The Opportunity

The Senior Customer Care Representative handles complex customer inquiries resolves issues and supports customers throughout the order and service lifecycle across multiple channels.

This role uses Salesforce as the primary CRM for managing customer interactions case management and reporting. As a senior team member they act as a subject matter expert handle escalations mentor junior staff and contribute to process and system improvements to increase efficiency and customer satisfaction.

Responsibilities

• Serve as a primary point of contact for customer inquiries via phone cases and chats supporting both domestic and international customers
• Manage customer cases interactions escalations and documentation within Salesforce and integrated systems (ERP EDI etc.)
• Utilize Salesforce Omni Channel to manage workload prioritization and timely case resolution
• Act as the SME for advanced product knowledge system processes and complex customer issues
• Accurately enter and maintain customer order and case data to ensure data integrity and visibility
• Resolve complex customer issues with empathy professionalism and a focus on first contact resolution
• Collaborate cross functionally with Sales Manufacturing Shipping Accounting Sourcing and IT to ensure accurate and timely order fulfillment
• Investigate and resolve shipping invoicing warranty service plan and order discrepancies
• Support EDI and non-EDI customers by identifying system issues duplicate orders and data mismatches escalating as appropriate
• Process international documentation including commercial invoices packing lists letters of instruction USMCA and shipper requirements
• Run and review reports related to open cases past due orders lead times and customer trends
• Write detailed and accurate nonconformance reports (NCRs) when required
• Maintain and update SOPs and work instructions ensuring alignment with Salesforce workflows
• Actively participate in onboarding and training of new team members including CRM and CX best practices
• Proactively identify process gaps and recommend improvements to systems workflows and customer communications
• Participate in team meetings and provide insights on trends risks and opportunities impacting customer experience
• Perform other duties as assigned

Requirements

• High School Diploma. Associates Degree preferred.
• 3-5 years of customer care or customer experience preferably in a manufacturing or B2B environment
• Hands-on experience using CRM systems to manage customer cases interactions and data (Salesforce preferred)
• Experience supporting domestic and international customers
• Excellent written and verbal communication skills
• Proven ability to apply problem-solving techniques and resolve customer issues
• Professional attitude and demeanor
• Ability to work independently or in a team environment
• Strong desire to assist with questions and provide feedback in a timely manner
• Demonstrated planning organization critical thinking and follow-through skills
• Strong attention to detail and time management skills
• Advanced knowledge of ERP systems as well as Microsoft Office products
• Adaptability and willingness to learn new skills and develop existing skills

Benefits

• Five (5) weeks PTO
• Nine (9) Paid Holiday
• Three (3) days Paid to Volunteer
• Robust 401(k) with up to 6.0% Company Contribution/Match
• Exceptional health care benefits